Operations Lead - Sant Adrià de Besòs - Valeria HR

    Valeria HR
    Valeria HR Sant Adrià de Besòs

    hace 3 días

    Descripción
    About Valeria


    Por favor, lea detenidamente la información de esta oferta de empleo para entender exactamente qué se espera de los posibles candidatos.

    Valeria is building the future of HR and payroll in Spain.

    We're an AI-native platform that automates contracts, payroll, and compliance for companies with high employee turnover (hospitality, delivery, events, agriculture).

    We're rethinking how an entire industry works—moving from manual, error‑prone processes to intelligent automation.

    We're a fast‑growing startup backed by top investors, disrupting a €5B+ industry that's still stuck in spreadsheets and legacy software.

    The Role
    You'll own the entire Customer Success operation at Valeria. You'll lead our CS team while building the systems, processes, and automation that will let us scale efficiently. You'll act as the critical bridge between our customers, product, and engineering teams.

    Think of this as equal parts:
    team leadership, operational architecture, and product thinking. You need to love building systems, automating workflows, and turning customer chaos into elegant processes.

    What You'll Do
    Lead the CS Team (30%)

    Hire, mentor, and grow the team as Valeria scales

    Manage 4 people:
    coordinate workload, develop talent, track performance

    Build team rituals that actually work: effective 1‑on‑1s, retrospectives, dailies

    Create dashboards that show real‑time team performance (tickets, SLAs, quality)

    Establish playbooks and escalation processes for complex labor law cases

    Ensure we never drop the ball on customer support or payroll processing

    Build Automation & Scale Operations (40%)

    Automate everything possible:
    customer notifications, ticket routing, report generation, workflow triggers

    Map the current customer journey and eliminate friction points

    Redesign support and payroll processes to reduce manual touchpoints

    Build operational dashboards (Metabase/Looker) with the metrics that matter: CSAT, NPS, time‑to‑resolution, churn signals

    Create early warning systems for at‑risk clients and SLA breaches

    Design the automation roadmap:
    quick wins for Q2‑Q3, structural projects for H2

    Own Onboarding End‑to‑End (20%)

    Full responsibility from contract signature to successful go‑live

    Define standard timelines and success criteria by customer segment

    Coordinate Sales, Product, Engineering, Support—nothing falls through cracks

    Build segment‑specific playbooks and self‑service onboarding for small customers

    Track every onboarding in real‑time with health scores and proactive escalation

    Measure obsessively:
    time‑to‑first‑payroll, implementation success rate, early CSAT

    Be the Voice of the Customer to Product (10%)

    Systematize feedback:
    categorize tickets, analyze patterns, run structured customer interviews

    Translate pain points into product requirements with detailed user stories and acceptance criteria

    Own the CS‑driven product backlog—you know the edge cases better than anyone

    Coordinate beta testing and measure feature impact on operational metrics

    Deliver weekly Voice of Customer insights to Product & Engineering

    Who You Are

    Must‑haves:
    3‑5 years

    in CS operations, growth ops, or similar high‑intensity operational roles


    Techie mindset:
    You can read basic code, understand APIs, build automations (Zapier, Make, n8n, or similar)


    Systems thinker:
    You see patterns, design workflows, and document processes obsessively


    Data‑driven:
    You build dashboards, track metrics, and make decisions based on evidence


    Startup hustle:
    You've worked in fast‑growth environments where things break and you fix them

    Fluent Spanish + strong English

    (our customers are Spanish, our team is international)


    Bonus points:
    Experience with labor law, HR tech, or compliance‑heavy products

    SQL skills or BI tool experience (Metabase, Looker, Tableau)

    You've built CS operations from scratch or scaled them 3‑5x

    Background in consulting, project management, or process improvement

    You've worked closely with engineering teams on product development


    You'll thrive if:
    You get energized by building systems that make teams 10x more efficient

    You love the challenge of turning messy operations into elegant automation

    You're equally comfortable in spreadsheets, CRM tools, and technical xugodme documentation

    You can context‑switch between coaching your team and debugging a workflow

    You're obsessed with customer experience but pragmatic about what to automate vs. humanize

    What We Offer

    Competitive compensation :
    €50,000 - €60,000 gross salary + equity

    Free lunch when you're at the office (thanks to Nora)

    Flexible remuneration with Coverflex

    Flexibility:
    Hybrid setup (HQ in Barcelona), 60 days/year remote work from anywhere, unlimited PTO

    Mission‑driven work:
    Transform how payroll and HR are done in Spain—solve real problems for real businesses and their employees

    Founding team impact:
    Join early enough to shape our GTM strategy, sales culture, and customer relationships

    Ownership and autonomy:
    Direct collaboration with founders, your voice matters in pricing, positioning, and product decisions

    Modern sales culture:
    We care about pipeline hygiene, honest forecasting, and customer success—not activity metrics for the sake of activity

    Why Join Valeria Now?


    Timing:
    We're past the "idea stage" with real customers and revenue, but early enough that you'll define how we scale


    Market opportunity:
    €5B+ market in Spain, every company with employees needs payroll, and current solutions are outdated and painful


    Product‑market fit:
    We're solving a painful, expensive problem with a product customers actually love

    #J-18808-Ljbffr
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Sant Adrià de Besòs